Purpose of the Job
- Responsible for alignment of IT Services Catalogue in supporting AET’s IT strategy and plans, and represents all AET IT services provided, as primary/main IT representative
- Responsible for AET User/Customer satisfaction
- Responsible for all Service Delivery and Service Support actions taken to ensure they meet AET business needs and IT requirements
- In line with supporting AET Shareholder Scorecard (year-by-year), manage and achieve business and performance objectives set for the following:
- Global IT Services Delivery Function and Teams – Staff Performance Management
- Design and Introduction of (new) IT Service in line with expected Group/AET capabilities and benefits to be delivered
- Availability of IT Services provided in line with meeting agreed performance levels
- Delivery of IT Services in line with meeting SLAs (Service Level Agreements)
- Resolution of Incidents
- Fulfilment of Service Requests
- Change Management (IT Service Configurations)
Key Accountabilities
- AET IT Services – Primary/Main Representative
- Champion the endorsed Group/AET IT service culture
- Ensure alignment of IT Service Delivery and Support solutions to AET’s business needs and IT requirements
- Assist in SLA negotiation efforts with AET business departments/functions
- Provide oversight to AET IT Service Owners
- Direct and oversee the maintenance of AET’s IT Services Catalogue
- Ensure compliance to processes and controls, with priority on procurement and cybersecurity.
- Manage activities towards providing appropriate access rights for authorized users and prevent access from unauthorized users
- Verify that for solution transitioning to operations, there is a defined and agreed-on set of criteria which will be used to assess the readiness for go live. Ensure that an overall approach for service validation is defined at the outset of all solution delivery projects
- Work closely with Head of IT, AET Application Managers , Group ICTon IT solution/service sourcing decisions
- Direct and oversee the maintenance of a single source repository (incidents, service requests, change requests) on all IT Services delivered to the business
- Manage and convene CAB (Change Advisory Board) meetings for urgent (including Emergency Change related) RFCs (request for change)
- AET User/Customer Satisfaction
- Direct and oversee the management of IT Service Accounts (User/Customer Needs and Relationships)
- Work with business users to identify and prioritize business support needs, issues and their resolution
- Champion and promote service improvements on an on-going basis to continually improve customer satisfaction with IT services
- Direct and oversee periodic user/customer satisfaction surveys
- IT Service Delivery and Support Operations – Process Effectiveness and Assurance
- Accountable for overall process effectiveness and assurance (that primarily covers the core processes noted below)
- IT Service Account Management (IT Services Catalogue, Business Use Cases, IT Strategic/Operations Planning, IT Service Quality Assurance)
- IT Service Transition Management – IT Service Operations (Delivery, Support) readiness for introduction of new IT Services
- Incident/Problem Management (Incident Classification and Prioritization Criteria, Management of Level 1, 2, 3, 4 Resolution Points, Audits of Incident Tickets)
- Be knowledgeable of the Cybersecurity Control Standards, enforce those controls and manage major cybersecurity breaches.
- Change Management (IT Service Configurations)
- AET IT Services Delivery and Support Operations – Performance Management
- Maintain day-to-day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service management issues
- Monitor, measure, report and review current performance of services and components in the enterprise IT environment and ensure IT capacity meets business needs
- SLAs (service level agreements) and OLAs (operational level agreements) are met
- Review service metrics (KPIs) in supporting continuous improvements
- Champion and promote service improvements on an on-going basis to continually improve quality of IT services
- Set service performance management metrics, and direct the preparation of period management reports
- Capable of executing Crisis Management Responsibilities as required by role
- To comply with Company’s policies and Code of Conduct and Business Ethics (CoBE)
- Other duties and projects may be assigned from time to time
Qualifications
- Education:
- Any Bachelor degree preferably Software Engineering or Computer Science
- Ideal:
- General-level Microsoft Certified Systems Engineer (MCSE) certification
- General-level IT Service Management certification, e.g., ITIL
- General-level Project Management certifications, e.g., PMP, Prince II
- Experience:
- Min 7 years of professional experience in IT Service Delivery and Support type operations and organization with exposure to Cybersecurity Control Standards
- Leading cross-functional teams (business, IT) on projects and/or operational initiatives.
- Managing service accounts (technical, customer relationships)
- Active involvement (5+ years) in project-level and operations-level engagements with senior-level business and IT stakeholders at planning, design, implementation and operation stages for IT service deployments
- Experience with related IT Vendors (third party) an advantage
- People Management and Team Building/Management
- IT Service Management (ITSM) KPIs and Processes, e.g., ITIL
- Problem Solving and Decision Making, e.g., Kepner Tregoe
